Regional Operations Manager
SupportFinity™, Rockville, MD, United States
Regional Operations Manager – Dominique Dawes Academy
Dominique Dawes Academy is seeking a Regional Operations Manager to oversee operational performance, safety, and people leadership across multiple locations in the DMV region. This hands‑on, field‑facing role balances onsite oversight with strategic planning and cross‑functional collaboration.
Key Responsibilities
Safety & Risk Oversight
Review daily incident and accident reports across assigned locations.
Ensure supervision ratios and safety standards are consistently met.
Confirm completion of daily safety and facility checks.
Serve as escalation point for safety‑related customer concerns.
Ensure compliance with applicable child safety and licensing requirements.
Operational Performance
Monitor daily and weekly performance metrics, including active customers, revenue performance, program enrollment/utilization, and customer satisfaction and retention.
Review dashboards related to attendance, capacity, labor, and revenue.
Identify trends, gaps, and improvement opportunities across locations.
Prioritize locations requiring immediate operational support.
Leadership & Team Oversight
Conduct regular check‑ins with site‑level leadership.
Coach leaders on decision‑making, accountability, and problem‑solving.
Reinforce operational standards, policies, and expectations.
Partner with Human Resources on hiring, performance management, and corrective action.
Monitor engagement, turnover, and team morale.
Customer Experience
Act as escalation point for unresolved customer concerns.
Review feedback, surveys, and reviews for all assigned sites.
Ensure consistent execution of cleanliness, professionalism, and service standards.
Field Presence
Visit each assigned location on a rotating weekly schedule.
Observe staff engagement, supervision effectiveness, and program flow.
Validate SOP execution and identify best practices to scale.
Financial & Business Support
Monitor labor, revenue, and expense trends.
Approve promotions and discounts within established guidelines.
Escalate budget variances and major purchasing needs.
Support forecasting and operational planning.
Core Competencies
Ability to analyze complex data and develop efficient, proactive solutions.
Confidence to lead staff, peers, and senior leadership with transparency and discretion.
Proven ability to perform under pressure and meet financial quotas in a fast‑paced environment.
Skilled at balancing multiple priorities, schedules, and deadlines.
Uses sound judgment and discretion in handling issues and improving operations.
Strong interpersonal and written skills to effectively engage with staff, families, and leadership.
Proactive in identifying opportunities and flexible in adapting to evolving program needs.
Requirements
5+ years of multi‑site operational leadership experience.
Strong people leadership and coaching skills.
Experience managing performance metrics and operational dashboards.
Ability to balance onsite leadership with strategic execution.
Comfortable working in fast‑paced, customer‑facing environments.
CPR/AED, First Aid, and SafeSport certified or willingness to obtain (required).
Work Schedule & Environment
Hybrid role requiring 3–4 days onsite across multiple locations (moderate local travel between locations is required; approximately 80% of work week).
Typical schedule: Monday–Friday, 9:00 a.m. – 6:00 p.m.; occasional evening and weekend work may be required based on operational demands.
Physical Requirements
Ability to stand, walk, and move throughout facilities for extended periods of time (up to 80% of the workday when onsite).
Ability to navigate active gym environments, including areas with mats, equipment, and elevated noise levels.
Ability to bend, stoop, kneel, crouch, and occasionally assist with light physical tasks.
Ability to lift and/or move up to 25 pounds regularly and occasionally up to 40 pounds.
Ability to visually observe programming, supervision ratios, and safety compliance across large, active spaces.
Ability to communicate clearly in environments with varying noise levels.
Ability to travel between multiple regional locations as required.
Sufficient hand, finger, and arm dexterity to operate computers, tablets, and standard office equipment.
The company is an equal‑opportunity employer, drug‑free workplace, and complies with ADA regulations as applicable.
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Dominique Dawes Academy is seeking a Regional Operations Manager to oversee operational performance, safety, and people leadership across multiple locations in the DMV region. This hands‑on, field‑facing role balances onsite oversight with strategic planning and cross‑functional collaboration.
Key Responsibilities
Safety & Risk Oversight
Review daily incident and accident reports across assigned locations.
Ensure supervision ratios and safety standards are consistently met.
Confirm completion of daily safety and facility checks.
Serve as escalation point for safety‑related customer concerns.
Ensure compliance with applicable child safety and licensing requirements.
Operational Performance
Monitor daily and weekly performance metrics, including active customers, revenue performance, program enrollment/utilization, and customer satisfaction and retention.
Review dashboards related to attendance, capacity, labor, and revenue.
Identify trends, gaps, and improvement opportunities across locations.
Prioritize locations requiring immediate operational support.
Leadership & Team Oversight
Conduct regular check‑ins with site‑level leadership.
Coach leaders on decision‑making, accountability, and problem‑solving.
Reinforce operational standards, policies, and expectations.
Partner with Human Resources on hiring, performance management, and corrective action.
Monitor engagement, turnover, and team morale.
Customer Experience
Act as escalation point for unresolved customer concerns.
Review feedback, surveys, and reviews for all assigned sites.
Ensure consistent execution of cleanliness, professionalism, and service standards.
Field Presence
Visit each assigned location on a rotating weekly schedule.
Observe staff engagement, supervision effectiveness, and program flow.
Validate SOP execution and identify best practices to scale.
Financial & Business Support
Monitor labor, revenue, and expense trends.
Approve promotions and discounts within established guidelines.
Escalate budget variances and major purchasing needs.
Support forecasting and operational planning.
Core Competencies
Ability to analyze complex data and develop efficient, proactive solutions.
Confidence to lead staff, peers, and senior leadership with transparency and discretion.
Proven ability to perform under pressure and meet financial quotas in a fast‑paced environment.
Skilled at balancing multiple priorities, schedules, and deadlines.
Uses sound judgment and discretion in handling issues and improving operations.
Strong interpersonal and written skills to effectively engage with staff, families, and leadership.
Proactive in identifying opportunities and flexible in adapting to evolving program needs.
Requirements
5+ years of multi‑site operational leadership experience.
Strong people leadership and coaching skills.
Experience managing performance metrics and operational dashboards.
Ability to balance onsite leadership with strategic execution.
Comfortable working in fast‑paced, customer‑facing environments.
CPR/AED, First Aid, and SafeSport certified or willingness to obtain (required).
Work Schedule & Environment
Hybrid role requiring 3–4 days onsite across multiple locations (moderate local travel between locations is required; approximately 80% of work week).
Typical schedule: Monday–Friday, 9:00 a.m. – 6:00 p.m.; occasional evening and weekend work may be required based on operational demands.
Physical Requirements
Ability to stand, walk, and move throughout facilities for extended periods of time (up to 80% of the workday when onsite).
Ability to navigate active gym environments, including areas with mats, equipment, and elevated noise levels.
Ability to bend, stoop, kneel, crouch, and occasionally assist with light physical tasks.
Ability to lift and/or move up to 25 pounds regularly and occasionally up to 40 pounds.
Ability to visually observe programming, supervision ratios, and safety compliance across large, active spaces.
Ability to communicate clearly in environments with varying noise levels.
Ability to travel between multiple regional locations as required.
Sufficient hand, finger, and arm dexterity to operate computers, tablets, and standard office equipment.
The company is an equal‑opportunity employer, drug‑free workplace, and complies with ADA regulations as applicable.
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